This Privacy and Cookies Policy explains how LW Theatres and its Group Companies will use personal information that you provide to us or we collect from you. It also explains the ways in which we will protect your personal information and sets out your rights in respect of our processing of your personal information, as well as how we use cookies and tracking technologies.

When we talk about LW Theatres we mean LW Theatres Group Limited, registered number 03987955, of 65 Drury Lane, London, WC2B 5SP (“us”, “we”, “our”). When you interact with us through our Websites, our box office or over the phone when purchasing Tickets, you may provide to us, or we may collect, certain information from which you are personally identifiable (which is referred to as personal data).

For the purposes of the data protection laws, LW Theatres Group Limited is the “data controller”, meaning that we are responsible for deciding how your personal data is used and more importantly, for keeping your data safe and only using it for legitimate purposes.

Definitions and Interpretation

• ‘Event’ means an entertainment event including, without limitation, a concert, exhibition, tour, immersive event, theatrical event and/or music event in respect of which we have the right to sell Tickets.
• ‘Event Partner’ means any party involved in the provision of an Event, such as a Venue owner/operator, performer or producer.
• ‘Group Companies’ means companies within the LW Theatres family of companies, including LW Tickets Limited and the Adelphi Theatre Company Limited.
• ‘LW Theatres’ (and ‘We’, ‘Our’, ‘Ours’ and ‘Us’) refers to LW Theatres Group Limited, a company registered in England and Wales whose company registration number is 03987955 and whose registered office is at 65 Drury Lane, London WC2B 5SP and its Group Companies.
• ‘Policy’ means this Privacy and Cookies policy.
• ‘Tickets’ means printed, electronic or other type of evidence of the right to occupy space at or to attend an Event sold by LW Theatres or LW Tickets.
• ‘Venue’ means any theatre or location of any nature where an Event is being held, including LW Theatres’ Venues (Adelphi Theatre, Cambridge Theatre, His Majesty’s Theatre, The London Palladium, Gillian Lynne Theatre, and Theatre Royal Drury Lane) and any other Venue for which we have the right to sell Tickets.
• ‘Websites’ means www.lwtheatres.co.uk, www.lwtickets.co.uk and www.thelane.co.uk

What this Policy explains:

• What data we collect about you
• Why we use your data and our legal grounds for doing so
• Who we share your data with
• Whether we send your data outside of the UK
• LW Theatres marketing communications and how to opt-out
• When and why you might see adverts for LW Theatres online
• How we keep your data safe
• Third party websites
• How long we store your data
• Your rights and how to exercise them
• Changes to our Policy
• How we use cookies and tracking technologies
• How to contact us

What data do we collect about you?

We have set out below the different types of personal data that you provide directly to us, or which we collect from you when we interact. We also wanted to let you know why we use this data and the different legal grounds which allow us to do so.  You don’t have to give us any of this data but if you don’t, you may not be able to buy Tickets and you are unlikely to receive our optimal overall customer experience.  But that is your choice – and we respect that.

You may provide us with the following types of personal data when you directly interact with us (through our Websites, in person at our box offices or otherwise):

• Contact – first name, surname, gender, date of birth, account log-in information, country of residence, email address, telephone numbers, address and company name
• Financial – billing address, purchase information, payment history
• Profile – your preferences for marketing, other website preferences, your contact history and feedback on your LW Theatres experiences through reviews surveys
• Social – if you choose to use the free WiFi service in one of LW Theatres’ Venues we will open an LW Theatres account for you. Your Facebook account details may be passed through to us if you choose this way of signing in.  We will use your contact information used for the relevant account to help populate your registration page and create your account, as well as using your page likes to find shows that are relevant for you.
• Health – if you have accessibility requirements, we want to make sure you have the best experience when attending an Event for which you have purchased Tickets. To do this, we need to collect details of your access requirements subject to your consent. We only do this once, with your requirements then on record for the next time you come back to purchase an accessible Ticket. We may also collect health data if you are involved in an accident when visiting one of LW Theatres’ Venues. This will only be with your consent and may be anonymised if you do not wish to provide your personal details.

We may also collect the following types of personal data from you when you use our Websites (using Cookies or other tracking technologies):

• Technical – browser type, device information, IP address, hardware type, network and software identifiers, operating system and system configuration
• Usage – information about how you use our Websites, including time spent on page, click-throughs, download errors, browsing patterns

Why do we use your data and what are our legal grounds?

The table below sets out how we use your personal data and our lawful basis for doing so. In addition to these purposes, please note that we also anonymise and aggregate personal data (so that it does not personally identify you) and use it for testing our internal systems, carrying out research and general customer data analysis. Because this is not personally identifiable, we can use this for any purposes.

Sharing your data

Importantly, we do not pass your personal data to any third parties for the purpose of third party marketing. If in the future we want to do this, we will only do so if you have consented.

However, we do need to share your data with the following third parties as an essential part of being able to provide our services to you (in accordance with the purposes set out above). In each case, we will only ever share the minimum amount of information required, and ensure that the relevant third parties are subject to suitable obligations in respect of confidentiality and security:

• Group Companies which are within the same corporate group as LW Theatres, who are responsible for managing different aspects of our service delivery and for analytical purposes, including LW Tickets Limited and the Adelphi Theatre Company Limited
• Payment service providers and our delivery companies
• Our Event Partners or Venues, for the purposes of the Event Partner, Venue or us sending you information about the Event, for health and safety, operational or analytical purposes
• Our professional service providers, such as marketing agencies, advertising partners (for analytical purposes), website hosts, IT support, ticketing software and services providers, venue service providers and our professional advisors
• Data analysis and verification service providers and third parties providing services such as WiFi, security, CCTV at Venues
• Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud
• Companies approved by you, such as social media sites (if you choose to link your accounts to us)
• Printing and fulfilment or merchandise companies for the purpose of delivering you any items you may have ordered from us, such as physical gift vouchers or merchandise

In addition to the above, we may also need to share your personal data with third parties if we are legally obliged to.

Do we send your data outside of the UK?

We may send your data outside the UK. Whenever we transfer your personal data out of the UK, we will ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data.
• Where we use certain service providers, we may stipulate that they use specific or standard contractual clauses which give personal data a level of protection which is essentially equivalent to the protection it has under the UK data protection regime (and, if necessary, put in place additional measures).

Please contact us if you want further information on the specific mechanisms used by us when transferring your personal data out of the UK.

Marketing messages and opt-ing out

If you have consented, we’ll send you marketing messages by email, SMS and/or post to keep you aware of what we’re up to and tell you about future shows we think will be relevant to you or other services and promotions. If you change your mind, you can opt-out of receiving marketing at any time either by using the opt-out function detailed in the communication, or contacting us (email us at customer.relations@lwtheatres.co.uk or telephone us on 020 3925 2998). Once you do this, we will update your profile to ensure that you don’t receive further marketing messages. Please note, it might take a few days for all our systems to be updated, so you might get messages from us while we process your request.

Even if you opt-out we may still need to send you service notifications by email, such as advising you of our updated Privacy and Cookies Policy or notifications about a performance you are due to attend such as Ticket updates or where you have expressed an interest in an activity at LW Theatres, such as a new show.

We do not currently pass your data onto any third parties for marketing purposes, unless you have explicitly consented for us do so. If we ever wish to do so in the future, we will always get your consent first before doing so. You can then opt-out from any third party marketing at anytime following the same process as above.

Seeing adverts for LW Theatres elsewhere on the web

If you have given the appropriate consent, LW Theatres targets banners and ads to you when you have left our Websites and are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like pixels, ad tags, and cookies, as well as specific services offered by some sites and social networks, such as Meta’s Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of LW Theatres (for example, Tickets you forgot to buy last time you were on the relevant Website, or from reading a synopsis of a new show) or simply from LW Theatres banners or ads you have previously clicked on.

How we keep your data secure?

We implement industry standard security processes to ensure your data is kept safe and secure and to prevent unauthorised access or use or loss of your data. We also make sure that when we are required to share your data with third parties, they are subject to suitable confidentiality and security standards.

Despite these measures, the transmission of data via the internet is not completely secure. As such, we cannot guarantee that information transmitted to us via the internet will be completely secure and any transmission is at your own risk.

Links to third party websites

Our Websites have links to third party websites. Once you have used these links to leave our Websites we have no control over these third party websites and are not responsible for the protection of any information which you provide whilst visiting these sites. You should exercise caution and examine the privacy policies and terms of use applicable to the websites in question.

How long do we store your data?

We will store your data for as long as you have an active LW Theatres account, or as long as is needed to be able to provide the services to you and/or where you are still happy to hear from us about our latest news, products and services.

After this, we may still need to keep hold of your data if there is a legal reason for doing so (such as for tax or other financial reasons (such as being able to deal with chargebacks), where we need to resolve any disputes with you, or where we need to enforce our terms and conditions). In such circumstances, we will only retain the amount of data strictly necessary for these reasons and otherwise, will remove your data from our systems.

Your rights and how to exercise them

You have various rights under GDPR which entitle you, in certain situations, to:

• ask us for a copy of the personal data we hold about you;
• correct or update your personal data, which you can do yourself by logging into your account or if you would prefer, please contact us and we can assist;
• request that we delete your personal data;
• object to the handling of your personal data where we are relying on a legitimate interest (as set out in the above table);
• restrict the processing of your personal data;
• request the transfer of your personal data (or some of it) to a third party service provider; or
• where you have provided your consent for something, in certain circumstances, you may withdraw this consent (but note that we may continue to use your personal data if we have legal grounds for doing so).

Please contact us if you would like to exercise your rights, which you can do for free. The only time we may be allowed to charge a reasonable fee is where your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances. Otherwise, we will always respond within one month (unless there is a legal reason to take longer).

We may also need to ask you to confirm your identity before we proceed with your request if it is not clear who is making the request.

If you are concerned about the way we are handling your personal data, you may also contact the ICO (Information Commissioner’s Office). However, where possible, we would really appreciate the opportunity to help with your concern in the first instance.

COOKIES POLICY

Our Websites use tracking technologies, including cookies.

What are cookies and tracking technologies?

A cookie is a small file made up of letters and numbers that get installed on your browser or other device when you visit our Websites. Cookies store information on your browser or device, acting as unique identifiers or caches of information that help us remember your past activity on a website.

Cookies are used to distinguish you from other users of our Websites and may: 1) be fundamental to the running of our Websites; 2) help the Websites to perform effectively; 3) allow us to deliver a more personalised browsing experience; 4) keep you interested in LW Theatres, even after you have left our Websites; 5) enable us to understand our customers’ browsing behaviour; and/or 6) allow us to improve our Websites. These enable us and trusted third parties (details provided below) to store information on your device / browser to enable us (or them) to identify you and monitor certain activities, for the purposes set out in this Policy.

These technologies may be: 1) “session cookies” – expiring at the end of your browser session (allowing us to link your activities during that session); 2) “persistent cookies” – staying on your browser/device after you have finished browsing, enabling us to remember your preferences for the next time you visit. These will either expire after the particular period set by that cookie or will need to be deleted manually; 3) be set by us; or 4) be set by third parties.

Importantly, we will not use any cookies or similar technologies (or permit any third parties to place these on our Websites) which are not strictly necessary for the operation of the Websites, without first getting your consent. You can change your mind at anytime about any cookies or similar technologies – please read the “How to block these cookies/tracking technologies” section below to understand how.

Please note that third parties who place cookies on our Websites will have their own terms and conditions and privacy policies, so we recommend you read these carefully. 

What cookies/tracking technologies do we use?

Third Party Cookies

How to block these cookies/tracking technologies

You can manage your settings and block cookies/tracking technologies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including strictly necessary cookies) you may not be able to access all or parts of our Websites.

Last Updated – 02 April 2025